NRF CUSTOMER SALES & SERVICE REVIEW
Retailing is comprised of all of the business activities that add value to the products and
services customers buy. This includes:
1) merchandise assortment
2) packaging
3) customer service
4) All of the above - Answers -All of the above
List the elements of the distribution channel in the correct order: Men Want Real Chics -
Answers -Manufacturer, Wholesaler, Retailer, and Customer
Ashley Furniture is an example of what type of retailer? - Answers -Specialty Store
The terms multichannel and omnichannel are very similar. Which of them places the
focus on creating a seamless customer experience? - Answers -Omnichannel
The method by which consumers acquire products and services? - Answers -Retailing
The chain of business through which a good or service passes until it reaches the end
consumer is called--- - Answers -distribution channel
Which of the following produces the product?
1) Distribution Channel
2) manufacturer
3) Retailing
4) Retailer
5) Wholesaler - Answers -Manufacturer
Who buy large quantities of products and resells them? - Answers -wholesaler
Which of the following receives, stores, displays, and presents the products to
customers? - Answers -retailer
T/F (Closeout stores are owned by the manufacturer or retailer) - Answers -True
Great customer service combines:
1) problem solving
2) Critical thinking
3) Professionalism
4) Respect
5) all answers are correct
6) two of the four answers are correct - Answers -All answers are correct
, Open ended questions tend to begin with... - Answers -What
are things that are physical in nature, including color, size, etc. - Answers -product
features
You know that you have all the information you need to successfully sell the products in
your store when you can confidently and intelligently answer all of your customer's
questions and solve routine problems (T/F) - Answers -True
Studies show that customers who are not greeted when they enter a store spend more
money because they like to be left alone - Answers -False
Studies show that customers who wait more than 30-40 seconds to be greeted think
they have waited 3-4 minutes (T/F) - Answers -True
What is not a component of good customer service? - Answers -asking close-ended
questions to get a definitive yes or no answer
What is one of the best ways to explain features and benefits to a customer?
1) demonstrate the product
2) explain the history of the product
3) show the customer the User's manual
4) discuss reviews of the product - Answers -demonstrate the product
When the customer receive good service, they tell ________ to _______ people, and
when they receive poor service, they tell an average of _________ people. - Answers -
1-3-10
When the service is poor, what percent of retail customers refuse to go back to a store?
- Answers -90%
What equation shows why customers are important to the employee? - Answers -
customer = revenue = wages = employees
How soon upon a customer's entrance into the store should an associate greet the
customer? - Answers -30 seconds
Tone is extremely important in customer service interactions over the phone. How long
does it take a customer to decide if they want to deal with you or your company over the
phone? - Answers -10 seconds
If a customer appears on edge, upset, or angry, then you should: - Answers -show
empathy in your replies
What question is best to ask a customer? - Answers -"We've got a big selection. What
style do you prefer?"
Retailing is comprised of all of the business activities that add value to the products and
services customers buy. This includes:
1) merchandise assortment
2) packaging
3) customer service
4) All of the above - Answers -All of the above
List the elements of the distribution channel in the correct order: Men Want Real Chics -
Answers -Manufacturer, Wholesaler, Retailer, and Customer
Ashley Furniture is an example of what type of retailer? - Answers -Specialty Store
The terms multichannel and omnichannel are very similar. Which of them places the
focus on creating a seamless customer experience? - Answers -Omnichannel
The method by which consumers acquire products and services? - Answers -Retailing
The chain of business through which a good or service passes until it reaches the end
consumer is called--- - Answers -distribution channel
Which of the following produces the product?
1) Distribution Channel
2) manufacturer
3) Retailing
4) Retailer
5) Wholesaler - Answers -Manufacturer
Who buy large quantities of products and resells them? - Answers -wholesaler
Which of the following receives, stores, displays, and presents the products to
customers? - Answers -retailer
T/F (Closeout stores are owned by the manufacturer or retailer) - Answers -True
Great customer service combines:
1) problem solving
2) Critical thinking
3) Professionalism
4) Respect
5) all answers are correct
6) two of the four answers are correct - Answers -All answers are correct
, Open ended questions tend to begin with... - Answers -What
are things that are physical in nature, including color, size, etc. - Answers -product
features
You know that you have all the information you need to successfully sell the products in
your store when you can confidently and intelligently answer all of your customer's
questions and solve routine problems (T/F) - Answers -True
Studies show that customers who are not greeted when they enter a store spend more
money because they like to be left alone - Answers -False
Studies show that customers who wait more than 30-40 seconds to be greeted think
they have waited 3-4 minutes (T/F) - Answers -True
What is not a component of good customer service? - Answers -asking close-ended
questions to get a definitive yes or no answer
What is one of the best ways to explain features and benefits to a customer?
1) demonstrate the product
2) explain the history of the product
3) show the customer the User's manual
4) discuss reviews of the product - Answers -demonstrate the product
When the customer receive good service, they tell ________ to _______ people, and
when they receive poor service, they tell an average of _________ people. - Answers -
1-3-10
When the service is poor, what percent of retail customers refuse to go back to a store?
- Answers -90%
What equation shows why customers are important to the employee? - Answers -
customer = revenue = wages = employees
How soon upon a customer's entrance into the store should an associate greet the
customer? - Answers -30 seconds
Tone is extremely important in customer service interactions over the phone. How long
does it take a customer to decide if they want to deal with you or your company over the
phone? - Answers -10 seconds
If a customer appears on edge, upset, or angry, then you should: - Answers -show
empathy in your replies
What question is best to ask a customer? - Answers -"We've got a big selection. What
style do you prefer?"
